ShepHyken

MARCH 31, 2018

When customers leave a scathing review on Facebook or send a nasty tweet, it is often because the first effort, whether on the phone, through social media, or even in person, was not handled to the customer’s satisfaction. A perfect average review score can sometimes seem too good to be true. But that isn’t always the case.

Social Media 87

Social Media Self Service Customer Service Marketing 87

ProProfs Chat

MAY 6, 2020

60% of companies have expanded their focus on contact center efficiency, while 65% of contact centers track their efficiency efforts. (Source: Call Miner ) Tweet this. What’s more, 65% of contact centers also track how their training efforts are panning out by keeping a check on the operator efficiency.

Customer Experience 66

Customer Experience Social Media e-support Comparison 66

Currency Alliance

APRIL 11, 2018

What seems in the boardroom like the most rational effort to control risk, may only end up being interpreted by consumers as paranoia. Gen Z and Millennials saw the biggest drop from last year’s scores and accounted for much of the overall decline… some consumers’ emotional perception of it may be fading.” [vi]. Wait for improvements?

Consumers 45

Consumers Brands Loyalty Effort Score 45